Director of Policyholder Services

Summary of Work

We are seeking a strategic and results‑driven leader to serve as the Director of Policyholder Services. This pivotal role is responsible for overseeing underwriting, premium audit, compliance, and collections for the state’s workers’ compensation insurance fund. The Director will champion operational excellence, ensure adherence to regulatory standards, and deliver exceptional service to policyholders while leading strategic initiatives that advance the organization’s mission and drive continuous improvement across all service areas.

• Provide strategic leadership and oversight of the Policyholder Services Team, fostering a high‑performing, accountable, and growth‑oriented culture aligned with organizational goals.
• Guide team development through coaching, feedback, recognition, and performance management, ensuring appropriate staffing and addressing conduct or performance issues as needed.
• Enhance operational efficiency by refining workflows, streamlining processes, and updating policies to support adaptability and service excellence.
• Manage departmental resources, including budget oversight, contract administration, and leading request for proposal processes to ensure continuity of services.
• Oversee employer premium programs and support annual rate reviews to maintain accurate risk classification and sustainable premium structures.
• Apply legal and regulatory frameworks to inform legislative proposals and contribute to compliance‑related administrative and civil proceedings.

• Bachelor’s degree in accounting, business or public administration, finance, statistics, economics, risk management or a closely related field.
• Minimum of six years of advanced leadership experience, including direct supervision of staff, managing team performance, overseeing complex projects or programs, and contributing to strategic decision‑making.
• Experience in workers’ compensation insurance, regulatory compliance, financial services or public insurance programs preferred.

"Far and away the best prize life offers is the chance to work hard at work worth doing." – Theodore Roosevelt

More than 7,500 talented, hard‑working people across sixty‑three agencies have come together as Team North Dakota. At Team ND, we are driven to succeed through gratitude, humility, curiosity and courage. Our purpose is to empower people, improve lives, and inspire success. Join us in being legendary.

The State of North Dakota is committed to providing team members with a strong and competitive rewards package that supports you, your health and your family.

Apply online and upload the following information: cover letter (addressed to Human Resources), resume, references, and a copy of college transcripts (if applicable). All application materials must be received by the closing date to be considered for the open position. Background checks will be conducted.

WSI staff will score all applications based on a 100‑point system. Applications should include information that directly addresses how the applicant meets the minimum qualifications and a summary of work. It is very important to be thorough and detailed in the application materials; incomplete sections will not be given credit.

Applicants with disabilities should contact Denise Osmond at 701‑328‑3849 in advance of applying to discuss any special provisions needed for applying or interviewing.

If you are experiencing technical difficulties with the application process or uploading attachments, please contact recruiter or 701‑328‑3290.

The State of North Dakota and this hiring agency do not discriminate on the basis of race, color, national origin, sex (including sexual orientation and gender identity), genetics, religion, age or disability in employment or the provisions of services and complies with the provisions of the North Dakota Human Rights Act.

As an employer, the State of North Dakota prohibits smoking in all places of state employment in accordance with N.D.C.C. Sect. 23‑12‑10.